CX Consultant, APAC (12-month contract)

Updated: April 28, 2024 10:08 AM GMT

Zurich Insurance

Chofu, Tokyo

Reporting to the Head of Customer Experience (CX), you will be working with the Head of CX and a diverse team across countries in APAC and be able to influence thought leadership on Customer. You will play a key supporting role in providing clarity, direction, and support on execution of the Customer Focus strategy at the local and regional level.
• Optimize VOC Programs across region
• Monitor each BU’s VOC Program that uses TNPS and RNPS insights to drive action
• Leverage the Global Blueprint to drive sophisticated TNPS programs within Medallia
• Engage with Medallia and CX Leads to optimize the Medallia functionaries to gain valuable insights from the verbatims and sentiment analysis
• Develop CX Dashboard and Insights in Power BI based on the data available in Medallia.
• Build expertise on Human Centered Design across the region
• Candidate would facilitate workshops to understand and define business and user needs and goals and define and present concept solutions that are the... More Detail